Staff Enterprise Platform Engineer, ServiceNow

Genesys Cloud Services, Inc.; São Paulo; Híbrido; BRL 350 000 - 550 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible work options

AI-focused learning & development

Resumo da oferta

Genesys is seeking a Staff Enterprise Platform Engineer for ServiceNow Brazil, with remote and hybrid work options. You will shape the technical direction, own complex platform decisions, and drive AI-enabled automation across ITSM, ITOM, ITAM, and CSM.

Collaboration with architects, security, and product teams will be essential to deliver scalable, secure, and resilient platform solutions. You will lead design reviews, guide governance, and mentor engineers while advancing Now Assist and AI

Qualificações

• 7+ years of hands-on ServiceNow engineering across enterprise-scale environments.
• Experience as a senior technical authority for complex ServiceNow implementations.
• Expert knowledge of ServiceNow architecture, data models, CMDB, ACLs and security models.

Responsabilidades

• Own end-to-end technical design and engineering of ServiceNow solutions across ITSM, ITOM, ITAM, and more.
• Lead technical delivery across multi-stream initiatives to improve delivery quality and speed.
• Influence platform strategy and guide architectural trade-offs and risk management.
• Partner with ServiceNow Architects to translate reference architectures into scalable solutions.
• Lead design reviews, establish engineering standards for security, scalability, and reliability.
• Drive adoption of Now Assist, AI Agents, and intelligent automation to improve incident resolution.
• Evaluate ServiceNow releases and AI capabilities to recommend adoption strategies.
• Advance SDLC and DevOps practices with GitHub, CI/CD, ATF, and release management.
• Mentor engineers and communicate decisions to stakeholders.

Conhecimentos

ServiceNow

Platform engineering

JavaScript

CI/CD

GitHub

Automation

AI capabilities

Security

English communication

Ferramentas

Flow Designer

Integration Hub

MID Servers

REST APIs

ATF

Descrição da oferta de emprego

Staff Enterprise Platform Engineer, ServiceNow Brazil (Remote) or São Paulo, SP (Hybrid)

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real‑world enterprise environments every day.

Role Overview

Shape the technical direction of ServiceNow at enterprise scale, building a secure, resilient platform that helps global teams automate work, resolve issues faster, and improve customer and employee experiences. As a Staff Enterprise Platform Engineer, ServiceNow, you will own complex engineering decisions and translate platform architecture and strategy into scalable solutions across ServiceNow capabilities, integrations, workflow automation, and AI. You will operate as a hands‑on technical authority, partnering with Architects, Engineering Managers, Product Owners, security teams, and business stakeholders to guide technical decisions, establish engineering standards, and solve complex platform challenges. The role also helps advance the practical adoption of Now Assist, AI Agents, generative AI, and intelligent automation, with appropriate attention to data quality, security, privacy, governance, testing, monitoring, and responsible AI practices. This role provides exposure to global enterprise initiatives and opportunities to expand technical influence across platform architecture, AI‑enabled automation, and engineering practices.

Key Responsibilities

• Own the end-to‑end technical design and engineering of complex ServiceNow solutions across ITSM, ITOM, ITAM, CSM, CMDB, Workflow, and Flow Designer, ensuring secure, resilient, and scalable enterprise adoption.
• Lead technical delivery across strategic, multi‑stream ServiceNow initiatives, driving alignment among engineering teams, architects, Product Owners, and cross‑functional stakeholders to improve delivery quality and speed.
• Influence platform strategy and technical direction by guiding architectural trade‑offs, technical risks, implementation approaches, and long‑term maintainability.
• Partner with ServiceNow Architects to translate reference architectures, platform principles, and enterprise standards into scalable solutions, reusable engineering patterns, and development guardrails.
• Lead technical design and code reviews, establishing engineering standards that strengthen platform security, scalability, reliability, maintainability, and performance.
• Design and govern complex enterprise integrations using Integration Hub, REST APIs, web services, MID Servers, event‑driven patterns, and enterprise integration technologies.
• Drive adoption of Now Assist, AI Agents, generative AI, and intelligent automation to improve incident resolution, knowledge experiences, engineering productivity, service operations, and employee and customer workflows.
• Evaluate ServiceNow releases, AI capabilities, and emerging technologies, recommending adoption strategies based on business value, technical dependencies, security, governance, and enterprise readiness.
• Drive platform performance and reliability through proactive optimization, technical debt reduction, resilient engineering patterns, and disciplined governance, while leading technical response for critical incidents and complex production escalations.
• Advance ServiceNow SDLC and DevOps practices using GitHub, source control, CI/CD, Automated Test Framework (ATF), automated quality controls, and disciplined release management to improve deployment reliability and engineering velocity.
• Mentor Senior Engineers and Engineers through technical coaching, design guidance, and code reviews, while communicating complex technical decisions, risks, and recommendations to technical teams and senior stakeholders.

Required Qualifications

• 7+ years of hands‑on ServiceNow engineering experience, including deep technical implementation experience across multiple modules and enterprise‑scale environments.
• Proven experience serving as a senior technical authority for complex ServiceNow implementations, including technical design, engineering decisions, code quality, and delivery guidance across multi‑stream initiatives.
• Expert‑level knowledge of ServiceNow architecture, data models, CMDB, ACLs and security models, scripting, automation, and platform performance.
• Advanced ServiceNow development expertise with JavaScript, Script Includes, Business Rules, Flow Designer, Integration Hub, APIs, MID Servers, web services, and enterprise integration patterns.
• Hands‑on experience or strong working knowledge of Now Assist, AI Agents, generative AI, or related ServiceNow AI capabilities, including considerations for data quality, security, access controls, governance, testing, monitoring, and responsible AI.
• Deep knowledge of ITIL processes and their implementation and optimization within ServiceNow.
• Strong experience with ServiceNow SDLC and DevOps practices, including GitHub or source control, automated testing, ATF, CI/CD pipelines, and release management.
• Demonstrated ability to mentor engineers, establish engineering standards, conduct technical and code reviews, solve complex technical challenges, and influence decisions across engineering and cross‑functional teams.
• Advanced to fluent English communication skills for daily collaboration with global engineering teams and senior stakeholders.

Preferred Qualifications

• Experience providing technical leadership across large‑scale, global ServiceNow environments and multiple concurrent engineering workstreams.
• Production experience with Now Assist, AI Agents, generative AI, intelligent automation, AIOps, observability, Predictive Intelligence, analytics, or related ServiceNow capabilities.
• Experience with ServiceNow CMDB, Common Service Data Model (CSDM), Discovery, Service Mapping, and enterprise data governance.
• Experience implementing GitHub‑based development models, CI/CD pipelines, ATF, automated quality gates, and enterprise release management.
• ServiceNow Certified System Administrator (CSA), ServiceNow Certified Application Developer (CAD), or relevant ServiceNow Certified Implementation Specialist certifications.
• ServiceNow AI or Now Assist accreditation or certification, integration‑focused certification or equivalent demonstrated expertise, or ITIL v3 or ITIL 4 Foundation certification.

Company Culture

Working at Genesys AI at enterprise scale – Build, support and operate AI‑powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible‑first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future‑ready skills through mentorship, learning programs, leadership development and education support. Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well‑being resources and regionally tailored programs for employees and their families.

Benefits

• Benefits include paid volunteer time, August Free Fridays, well‑being resources and regionally tailored programs for employees and their families.

Equal Opportunity Statement

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.